Configure technical support for your users

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Some Aspera on Cloud users are eligible to register on the IBM Technical Support site. For users who are not eligible, your organization must provide local technical support. You can configure a pop-up message with local support instructions when a non-eligible user clicks the Help icon in the Aspera on Cloud banner.

Users who are registered can go to the IBM Support portal. If you are a registered user and open a support ticket, include the file available from Help > Download support data.

Other users can click the Help icon on the right side of the upper black banner and select the Technical support menu option.

For these users, you can configure one of two behaviors:
  • Redirect users to the URL of a web page your company uses to provide technical support.
  • Display a brief pop-up notification that you compose with contact info for your own internal Support team.

To configure the technical support behavior for your users, do the following:

  1. Go to Organization > Advanced settings > Support contact.
  2. Select one of the following:
    1. Display popup message
      Select this option to compose a message to your users that pops up when they select the Technical support menu option. The Technical support message field that displays contains a sample of a message to your users with a Support contact. Edit the message to your users as desired, including the correct contact info. Use Markdown to format your message.
    2. Redirect to your company support URL
      Select this option to redirect users to your internal Support page when they select the Technical support menu option. In the following field, enter the URL.
  3. Click Save.